Customer services seems to be intentionally gate keeping whether you can file a formal, written complaint. I was on the phone for 2.5 hours today and then another 45 minutes via chat and cannot get a straight Yes or No answer to my question, "Is there somewhere I can lodge a formal, written complaint and if so, where do I do that?"
I've been trying to resolve my issue for 6 months and a new CS rep today read through the notes on my previous calls and the other reps made no mention of my customer service concerns on top of the trade-in issue which was the original reason I contacted them. So I want the ability to make sure my complaints are written down, instead of someone just telling me on the phone that they "noted them," since that was a lie previously.
Even the answers on this site don't give a direct link or contact info. They just say they'll PM you.
You can find all the ways to contact us through our contact page here: https://www.verizon.com/support/contact-us/ We're also here to help with any concerns that might have you feeling like you need to file that complain. Please let us know what's going on so we can help.
~Jesse
This still doesn't tell me where I can provide a written complaint. I have tried calling, chatting, and submitting the "Support Request." I keep getting told "I will note this in your account" or something similar.
Can I get a yes or no answer on the question, is there a place that I can personally write a complaint and confirm that my words are being entered into my account history or customer service leadership, etc.? The only place I was able to write something that wasn't in an informal chat was the "Support Request" but then all I got was the same message via text saying they would "note my concerns."
Somehow Verizon messed up my trade in from last December 2022, and I've been contacting them since February 2023 once I realized my bill was wrong and the issue still isn't fixed. My screen shots and records show that the phone was delivered to a Verizon warehouse on January 10th, but it never made it to the "assessed stage" and therefore, the promotional credit was removed from my account, even though I had confirmation that it had been delivered. I called about this twice, was told it was fixed and then once again today, received notice that the issue wasn't fixed. I'm only getting $200 on a $800 credit because it says that I returned the trade in outside of the promotional period. Now, my account is saying the phone was delivered yesterday, even though that's untrue, and I have proof of delivery back in January.
In addition to just wanting my credit back, since I've been overpaying for months, I also want to lodge a separate, formal complaint about the absolutely horrible customer service experience I had for the last 3 months when I had to call THREE times about the same issue. And this last call lasted 2.5 hours and I refused the request to speak to a supervisor until the last 15 minutes of the call. They kept me on the phone for 2 hours hoping I would drop it and lying about them not being able to schedule a call back for their supervisor. I'm going to look into what a contract break would look like, but in the meantime, I want to lodge a complaint.
I'm sorry we've taken so much time from you and made you reach out to us multiple times. We truly want to help you out and another pair of eyes on that trade-in issue can't hurt. I'll send you a Private Note shortly so we can make sure this gets resolved.
~Jesse
Update for those who actually want a yes or no answer, I've finally been told, after 4 hours and 3 different comms with CS that no, there is no way to lodge a formal complaint.
Iโm still waiting for a resolution on my issue. Iโve had 3 separate PM conversations, but the trade in credit still hasnโt been applied to my account in full. Reps keep telling me that theyโll contact me on X day (this has happened with 3 phone calls and 2 PM conversations ) and I donโt hear back and eventually have to follow up again.
We want to take a look at this promotion concern. We have sent you a private note. ~Peter
How frustrating!!!
Exact same thing happening to me! They say no notes...can you tell me what your issue is..then say they are going notate your account. In the meantime your paying hundreds of dollars to keep on your service. They do want you to give up and accept their terms and move on..I'm invested now..you want me to hold up my end...then I expect the same. Stay in the fight. Please update the status!!!
We are sorry to read that you've had this negative experience, as this is never what we want for any of our customers. To better assist you, we will be sending you a private note.
~Freddy
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